What To Do When Employees Behave Badly

Every salon owner will have to deal with it sooner or later – poor employee performance.

Whether it is around teamwork, customer service, selling, or some other important aspect of their job, poor performance is something that needs to be dealt with sooner rather than later. If you ignore performance issues, as many bosses do, you are giving a kind of silent permission for that person to continue to behave in an unacceptable manner. This is no good for your business, and certainly sets a terrible example for the rest of your team.

The question, of course, is “How to go about dealing with it without damaging the relationship you have with that employee”. After all, you don’t want to create bad feelings, or lose their respect – neither of these things helps to foster better performance, but you do need to get them back on the right path as quickly as possible. You have to be able to talk to your errant team member about the problem at hand but, before you jump in and do so, it’s important to be well prepared.

Take a few moments to sit down with pencil and paper and develop your plan of attack. Once you are clear about what you don’t want to see happen in the future, you need to get clear on what you do want to see happen in its place. Now you are ready to tackle the problem with your employee. Here is a process you can use to clarify and rectify any problem you may be having with a team member in your salon.

Here are 5 things you must do.

1. Start by telling your employee exactly what she is doing wrong – everyone needs honest and open feedback on their performance.

2. Ask her to tell you what impact she believes this behaviour is having on you, the salon, her fellow employees and herself – let her see how her performance is impacting on those around her.

3. Ask her what she believes would have been a better way to handle the situation instead – let her come up with a solution to the problem; she will have one, so don’t let her get around this question.

4. Follow this with a clear and specific explanation about what your expectations are for the future – tell her clearly what your expectations are so that she is in no doubt as to what she must do.

5. Ask her how she will handle this situation in the future – allow her to develop her own action plan so that she is more likely to follow through. As an example: “Sally, I was disappointed to hear you tell Mrs Smith today that you couldn’t fit in a pedicure with her facial.” “How do you think that makes me feel when you do that?” “What impact do you think that kind of behaviour has on this salon and therefore on yourself and the other therapists?” “What do you believe you could have done instead that would have had a more positive result?” “When this happens again, I want you to check to see if any of the other team members could have done it for her while she was in the salon. If no one was available on the spot, offer her the next available appointment with whichever therapist can fit her in. By doing this, Mrs Smith won’t be forced to find another salon to do her pedicure, and we won’t risk losing her .”“Are you happy to handle it this way in the future, Sally?”

Here’s what you should never do.

Never embarrass yourself or your employee by repeating your conversation to either clients or other employees. If you do, you will lose the respect of everyone concerned. Handling poor performance issues is nobody’s idea of fun, but the fact remains that it’s important to get on top of these kinds of issues quickly and firmly. If you handle it

Handling poor performance issues is nobody’s idea of fun, but the fact remains that it’s important to get on top of these kinds of issues quickly and firmly. If you handle it well and ensure that the employee has seen the situation from your point of view, you will have nipped a potential problem in the bud and prevented this behaviour from spreading amongst the rest of your team.

Pam is an industry experienced coach, salon owner, speaker, author and copywriter.She works beside salon and spa owners to show them how to effectively grow their profits and remain in business for the long-term.

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This is just to say THANK YOU

Dear Pam,

It's 2.55am here and I am reading your last article sent to me "Just who's Running Your Business?" I couldn't go to bed not writing to tell you how helpful your notes and articles are to me. I always print them and carry them with me, eager to keep reading them. We always think we know many things about our business or employees, but for sure we always forget them and you remind us of them.

This is just to say THANK YOU and tell you how helpful you are and I really do appreciate what you are doing. I always follow your writings.

Thanks again and all the best.

Paris Spa (Spa Manager)

Dubai UAE

2017-04-14T15:45:27+00:00

Paris Spa (Spa Manager)

Dubai UAE

Dear Pam, It's 2.55am here and I am reading your last article sent to me "Just who's Running Your Business?" I couldn't go to bed not writing to tell you how helpful your notes and articles are to me. I always print them and carry them with me, eager to keep reading them. We always think we know many things about our business or employees, but for sure we always forget them and you remind us of them. This is just to say THANK YOU and tell you how helpful you are and I really do appreciate what you are doing. I always follow your writings. Thanks again and all the best.

http://salonsavy.com.au/testimonials/this-is-just-to-say-thank-you/

Pam pointed out some massive leaks I was unaware of …

To anyone considering Business Coaching

I've now had Pam working with me for the past eight months. I'm so glad I took the step to get her help. My business was doing a very average turnover, but I could not make ends meet with the staff and expenses I had.

Pam opened my eyes to the true expenditure of the Salon. She pointed out some massive leaks I was unaware of and had no idea how to fix. She gently guided me in the right direction and I'm now feeling much more in control and do see a light at the end of the tunnel.

With goals to expand or duplicate in the future, Pam has been a wealth of information for what I need to do and put in place at this early stage, so I can work toward achieving this.

Pam's delivery of training to staff is informative, fun and very motivating. The fact that she comes to you, makes staff resistance to attendance a non-issue.

Thanks Pam for offering such a personal service, your knowledge of business obviously goes far beyond just the beauty industry, and I think this is perhaps what makes you so unique.

Lynette

Lynette Farrelly (Salon Owner)

Secret Sanctum Health and Beauty Salon, Australia

2017-04-15T12:14:51+00:00

Lynette Farrelly (Salon Owner)

Secret Sanctum Health and Beauty Salon, Australia

To anyone considering Business Coaching I've now had Pam working with me for the past eight months. I'm so glad I took the step to get her help. My business was doing a very average turnover, but I could not make ends meet with the staff and expenses I had. Pam opened my eyes to the true expenditure of the Salon. She pointed out some massive leaks I was unaware of and had no idea how to fix. She gently guided me in the right direction and I'm now feeling much more in control and do see a light at the end of the tunnel. With goals to expand or duplicate in the future, Pam has been a wealth of information for what I need to do and put in place at this early stage, so I can work toward achieving this. Pam's delivery of training to staff is informative, fun and very motivating. The fact that she comes to you, makes staff resistance to attendance a non-issue. Thanks Pam for offering such a personal service, your knowledge of business obviously goes far beyond just the beauty industry, and I think this is perhaps what makes you so unique. Lynette

http://salonsavy.com.au/testimonials/9213/

What an asset!

Hi Pam,

Silvia from Bohemian Beauty here. I had my price list designed by you mid last year and what an asset!

Silvia Bell (Salon Owner) – Bohemian Beauty

Ulverstone, Australia

2017-04-14T15:53:11+00:00

Silvia Bell (Salon Owner) – Bohemian Beauty

Ulverstone, Australia

Hi Pam, Silvia from Bohemian Beauty here. I had my price list designed by you mid last year and what an asset!

http://salonsavy.com.au/testimonials/what-an-asset/

Her insight to my needs was invaluable.

I've been a follower of Pam and SalonSavy for some time; always gaining useful tips for marketing my salon.

When the time came to do a re-branding of my business I needed a fresh, easy-to-read service menu.

Pam instantly came to mind as a copywriter with years of not only coaching but salon management and beauty industry knowledge.

I've been a follower of Pam and SalonSavy for some time; always gaining useful tips for marketing my salon. When the time came to do a re-branding of my business I needed a fresh, easy-to-read service menu. Pam instantly came to mind as a copywriter with years of not only coaching but salon management and beauty industry knowledge. Her insight to my needs was invaluable. My tri-fold flyer puts all my services, packages and policies in my clients' hands, in clear concise text. This new tool is a marketing gem!

The content you provided was astounding

Hi Pam,

Well, what an amazingly productive weekend I've had! Well worth the short flight from Sydney to join you and the many other savvy salon owners eager to make their businesses thrive. The content you provided in our 1-day seminar was astounding - jam-packed, and I can't wait to start implementing all your ideas. Actually, instead of hitting the pool I've already started the ball rolling from my hotel room! After 10 years as a salon owner, I feel inspired and truly invigorated to forge ahead.

BTW, thank you for your expertise and guidance with my new menu, could not have produced such a concise professional document without your industry knowledge X

Veronica Phillips (Salon Owner)

Face Faxx, Sydney, Australia

2017-04-14T15:58:28+00:00

Veronica Phillips (Salon Owner)

Face Faxx, Sydney, Australia

Hi Pam, Well, what an amazingly productive weekend I've had! Well worth the short flight from Sydney to join you and the many other savvy salon owners eager to make their businesses thrive. The content you provided in our 1-day seminar was astounding - jam-packed, and I can't wait to start implementing all your ideas. Actually, instead of hitting the pool I've already started the ball rolling from my hotel room! After 10 years as a salon owner, I feel inspired and truly invigorated to forge ahead. BTW, thank you for your expertise and guidance with my new menu, could not have produced such a concise professional document without your industry knowledge X